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# Service Delivery Manager - Help Desk

- **Company:** Core Recruitment
- **Location:** Peterborough, UK
- **Salary:** £40,000 - £45,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Office, Operational Data Store
- **Published:** November 7, 2026
- **Apply:** https://www.corecruitment.com/vacancies/9914237544

## About the Role

* Experience leading or managing a customer support, contact centre or service desk team.
 * A calm, organised approach under pressure, with excellent communication and coaching skills.
 * The ability to analyse performance data and use it to drive improvements.
 * Confidence with Microsoft Office and a willingness to learn new systems.
 * GCSE English and Maths (or equivalent).
 * A proactive mindset: you spot issues, suggest better ways of working and follow through.

Who you are

You're a self-starter who takes pride in great service. You motivate people, hold high standards, welcome feedback and are always looking for ways to make the customer experience simpler and better.

## Description

This client is GROWING! To support that we are looking for a confident, hands-on Service Delivery Manager to take ownership of the Helpdesk and help shape it into a high-performing, customer-first team.

You'll lead a growing team of Helpdesk Administrators, making sure customers receive a responsive, professional service from first contact through to resolution. This is a role for someone who enjoys improving how things work, developing people, and turning operational data into practical action.

What you'll own

 * The day-to-day performance, workload and development of the Helpdesk team.
 * End-to-end ownership of customer service queries, including complex or sensitive escalations.
 * Service standards, SLAs and KPIs, with clear reporting on performance, risks and trends.
 * Continuous improvement of processes, systems, documentation and customer communication.
 * Strong working relationships with customers, internal teams and service delivery stakeholders.